December 2019 CSU Newsletter

December 2019

Clinton Service Unit

Inside this issue: Building Cultural Awareness

IHS Mission 2 Clinton Service Unit (CSU) invited Mr. Gordon Yellowman with the Cheyenne
and Arapaho Tribes’ Culture and Heritage Program to staff meetings held at
PHN Fights Flu 3 Clinton, El Reno, and Watonga Indian Health Centers. Mr. Yellowman shared
cultural insights and built cultural awareness for providers and health care staff
Patient Satisfaction 4 to better serve and provide health care to members in the CSU community.

Breastfeeding 5 The cultural awareness training provided an opportunity to share stories passed
down from generations within the Cheyenne and Arapaho Tribes. Mr. Yellowman
Focus Groups 6 laid a foundation of cultural knowledge and created an understanding on the

BLS Class 2020 7

HIV 8

Mobile UpToDate 9

POP Awards 11

Welcome 12

range of dynamics to consider when providing health care services to the Ameri-

can Indian population. The power of culture and language in relation to people’s

identity, especially the elderly, was discussed. (Cultural Awareness continued on page 3…)

Santa Visits Clinton Indian Health Center
The Environmental Health Service (EHS) staff at ships with our community”.

the Clinton Indian Health Center, planned and A special thanks to our Elf Brianna Sands, for
executed their first Sitting with Santa event on personally wrapping 75 presents.
December 17th. The event allowed children

from the Cheyenne and Arapaho Tribes’ Clinton

Head Start program and children within the facil-

ity to come and sit with Santa, Mrs. Clause, and

Santa’s Elf. All kids who came received a photo,

cookies with milk, and a small gift—all provided

through the thoughtfulness and courtesy of the

EHS and facility staff.

“The event was very successful and enjoyed by Pictured above (left to right): Jacob Brice as Santa, Kala Rodgers as
patients, staff and the children,” said Sheila Mrs. Clause, and Brianna Sands as Santa’s Elf.
Fuller, EHS supervisor. “Sitting with Santa goes
toward our continued efforts to build relation-

Indian Health Service Mission

To raise the physical, mental, social, and spiritual health of
American Indians and Alaska Natives to the highest level.

Clinton Service Unit Vision

To provide quality health care services focusing on prevention,
restoration and collaborative relationships that are valued and
exceeds the needs of our patients, community, and tribal partners.

“We’re here to serve the people,” said Lydia Garvey, Clinton public health nurse. “As a Public
Health Nurse, I teach people how to help themselves improve their health by providing information,
encouragement, and letting them know of available resources. It is important to show each patient
they truly matter by showing them care and warmth, really listening to them, and going the extra mile
to assist in their needs. We give our patients the respect they deserve and always remember they

are part of a family, a clan, a community, and an tribe. It is an honor to serve this unique,
precious cliental.”

Lydia has served IHS for over 30 years. She recently passed the International Board Certified
Lactation Consultant (IBCLC) exam and has became CSU’s first IBCLC. Congratulations Lydia!

Clinton Indian Health Center Public Health Nurse ~ Lydia Garvey

Page 2

PHN Fights Flu this Season

The Public Health Nursing team at CSU have been busy through the months
of September—December providing flu vaccine to the community. Together,
the department has provided over 906 flu vaccinations to adults and children
outside of the clinic at community events and holiday dinners.

The Centers for Disease Control and Prevention recommends an annual flu
vaccine as the first and best way to protect against influenza. This recom-
CSU PHN staff provide flu mendation is the same even during years when the vaccine composition (the
vaccine at community dinners. viruses the vaccine protects against) remains unchanged from the previous
season. The flu vaccine is recommended for all people six months of age and older.

If you have not received your annual flu vaccination, there is still time! Stop by the Outpatient Clinic

or Pharmacy at Clinton, El Reno, or Watonga Indian Health Centers to receive a flu vaccine.

Appointments are not needed.

Cultural Awareness continued… “Listen wanting more. Mr. Yellowman’s unassuming na-

to the stories people tell you,” said Mr. Yellow- ture belies a deep intellect. Although they would
man. “People may not answer you directly, and never match his live talks, his presentations
you may not realize their answer immediately. should be preserved in media for posterity.”

You will find their answer when you listen and Mr. Yellowman went on to remind the staff tribal
think on the stories they have to say.” members come to Indian Health Service (IHS)

The training looked at how the reservation sys- when they do not feel well. “Greet people when
tem formed some bands and tribes. Mr. Yellow- they come through the door,” said Mr. Yellow-
man discussed how members of the Cheyenne man. “You’re here to provide a service. Comfort
and Arapaho Tribes were forced to co-exist. He them. Welcome them. This is your place – we’re
spoke on the importance of family and cultural here to make you feel better.”

affiliations in groups across the American Indian

community and development of culture across

regions in western Oklahoma.

“Mr. Yellowman’s soliloquy opened a window Mr. Gordon Yellowman of the Cheyenne and Arapaho Tribes
that gave us insight on what it is like growing up Culture and Heritage program discussed cultural awareness.
Native American in today’s America,” said Dr.
Solomon Ali (A) medical director. “It catalyzed a Page 3
deep yearning within our soul to better under-
stand those experiences. He left his audience

What our Patients are Saying...

CSU works hard to provide the highest quality health care to each of our patients. We love when
patients feel inspired to fill out a Patient Survey and write about the care they received within our
facilities.

Our Patient Survey is used as a measure to continuously improve patient’s experience. CSU uses
the Net Promoter Score (NPS) as a management tool to measure the willingness of a patient to rec-
ommend clinic services to others. The NPS is an index ranging from negative 100 to 100. Major
Fortune 500 companies average anywhere from negative NPS scores to the high 40s.

“CSU’s NPS goal for fiscal year 2020 has been set at 70 or higher,” said Andrea Klimo (A) adminis-
trative officer. “We anticipate meeting this goal as the average NPS score for 2019 was 76. CSU
continues to see positive correlations between the NPS and patient access to primary care services.
Specifically, when the facility is short on primary care providers, due to vacancy or staff leave, we
see the NPS drop concordantly. Interestingly, we recently learned The Joint Commission is begin-
ning to use NPS and is very pleased to see CSU has been ahead of the curve in using NPS a cus-
tomer service indicator for quite some time now.”

Each patient is invited to let us know how we are doing through our short online Patient Survey
available at: https://www.surveymonkey.com/r/CSUPatientSurvey. No access to the internet, no
problem! Registration may provide you with a paper copy. We want your feedback to improve the
care we provide. Here are some of the great comments we recently received through our patient
surveys...

“Everyone was kind and concerned about my needs.”
“This was my first time here and all the staff have been so kind and helpful.”

“The nurses here are phenomenal.”
“My visit today was terrific. Michelle (Beshaw) was very informative, helped tremendously,

and listened. I am very grateful.”

CSU Net Promotor Scores from January 2018 to November 2019

Page 4

Public Health Nursing
and Breastfeeding Certification

By Tina Tah, IHS PHS Consultant and Bonnie Kraft, Director, Clinton Public Health Nursing

The IHS Public Health Nursing (PHN)
Program supports population-focused
services to promote healthier communi-
ties through direct nursing services,
community development and health promotion and disease prevention activities. Through the pro-
gram, licensed, professional PHNs provide patients with patient-centered interactions, tools and sup-
port to self-manage their conditions as they transition from the hospital to home.

The CSU PHN program is overseeing a project to promote breastfeeding. The IHS Baby-Friendly
Hospital Initiative (BFHI) is working to create a healthy start for babies and prevent childhood obesi-
ty. As part of the initiative, IHS is encouraging clinicians in Indian Country to support policies and
practices that foster breastfeeding as the exclusive feeding choice for infants during their first six
months of life. By doing so, clinicians will reduce current and future medical problems and decrease
health care costs. The BFHI uses quality improvement processes to improve breastfeeding rates
through new maternity care and infant feeding practices.

Clinton PHNs are addressing access to care by seeking lactation certification and providing breast-
feeding education services to patients, including visits within the home. They are now completing 90
hours of lactation management (60 hours of online education followed by 32 hours of classroom) re-

quired to become International Board Certi-
fied Lactation Consultants (IBCLCs) spe-
cializing in breastfeeding management.
Each PHN must have completed 1000 clini-
cal hours within five years preceding the
exam. To date, one of five PHNs (Lydia
Garvey) has completed and passed the IB-
CLC exam; the remaining PHNs are slated
to take the exam in April and October of
2020. The goal is to ensure all PHNs will be
IBCLC certified by October 2020.

(Breastfeeding continued on page 17…)

Page 5

VOLUNTEERS NEEDED
for Improvement Focus Groups

Starting in January 2020, CSU will form small focus groups to discuss four key opportunities for im-
provements identified by staff and the Cheyenne and Arapaho Tribes’ Health Board. These four are-
as are: Access to care; Compassion; Culture; and Telephones. The call
for staff volunteers has gone out, and the goal is to have blitz-like brain-
storm sessions, led by the focus groups to make small improvements
and to champion projects related to these categories. Employees
interested in volunteering a small amount of time on one of these groups
are encouraged to contact your supervisor on your interest as soon as
possible.

Page 6

Basic Life Support
Upcoming Class Schedule

The American Heart Association’s (AHA) Basic Life Support (BLS) course is offered through CSU to
train providers, staff, and community members to promptly recognize several life-threatening emer-
gencies, give high-quality chest compressions, deliver appropriate ventilations and provide early use
of an automatic external defibrillator (AED).

What does the AHA BLS course teach?

 High-quality CPR for adults, children, and infants

 The AHA Chain of Survival, specifically the BLS components

 Important early use of an AED

 Effective ventilations using a barrier device

 Importance of teams in multirescuer resuscitation and performance as an effective team
member during multirescuer CPR

 Relief of foreign-body airway obstruction (chocking) for adults and infants

Please contact Francisco at 580.331.3408 to schedule a class date. All medical and non-medical
staff are welcome to attend. Family and community members may attend on a space available ba-
sis. The cost of the class is $3.50. Please bring check, money order, or cash in the exact amount to
obtain your AHA BLS e-card after successful completion of the course.

Date Time Location

January 22, 2020 8am — Noon Clinton Indian Health Center
February 27, 2020 8am — Noon Clinton Indian Health Center
March 25, 2020 8am — Noon Clinton Indian Health Center
April 30, 2020 8am — Noon Clinton Indian Health Center
June 18, 2020 8am — Noon Clinton Indian Health Center
August 27, 2020 8am — Noon Clinton Indian Health Center
September 23, 2020 8am — Noon Clinton Indian Health Center
October 29, 2020 8am — Noon Clinton Indian Health Center

Page 7

Page 8

Mobile UpToDate Access

Providers and staff may access information from UpToDate via their personnel mobile device
through the UpToDate app. The UpToDate system is an evidenced-based clinical resource. It in-
cludes a collection of medical and patient information, drug-to-drug and drug-to-herb interactions, a
number of medical calculators, among other resources. UpToDate is written by over 5,700 physician
authors, editors and peer reviewers. It is available both via the Internet and offline on personal com-
puters or mobile devices. CSU provides full access to providers and health care staff.

CSU providers and health care staff may access the mobile UpToDate app on their mobile device
through the following steps:

1. Log onto UpToDate via the UpToDate link available through your Electronic Health
Record (EHR) and create a profile by entering a username and password

2. Download the UpToDate App through the App Store on your mobile device and sign
-in to your account

3. To keep your profile active, log into the system every 90 days through the UpToDate
link available in EHR to authorize access in your mobile device.

Don’t be a “No Show”
Please make the call!

When you cancel the appointment
you can’t keep, we can provide care to

another patient.

Page 9

Page 10

CSU “POP” Stars

Personal Outstanding Performance

The POP Award recognizes CSU employees who exhibit
Personal Outstanding Performance. It is designed to encourage and acknowledge

employees for their everyday efforts and customer service.

Pete Bearshield, Jason Dodge, Gerald Chasenah,
Jacob Brice, & Isaiah Harjo

“I would like to thank the Facilities Department for cleaning up the Employee Garden for those of us
that had planted veggies,” said Jackie Reynolds.

Susan Rose & Kelley Yoder

Dr. Warrick and I had back-to-back sterile procedures,” said Ambyr Heller, podiatry nurse. “The last
patient of the afternoon had been numbed, foot scrubbed and sterile draped for a procedure. Just

as Dr. Warrick had donned the second sterile glove, the patient declared they must go to the
restroom. I call for assistance form Kelley in the Outpatient Clinic to bring a disposable bed pan
from their storage room. Susan helped to drape the patient while we assisted the patient. This
impromptu teamwork was done efficiently, sterility unbroken, and with minimal embarrassment to
the patient. I am eternally grateful for Susan and Kelley’s willingness to jump into action this day.

Northwest Oklahoma COA Chapter
Reaches Out to the Community

The Northwest Oklahoma (NWOK) chapter of the Commissioned
Officers Association (COA) of the United States Public Health Ser-
vice collected donations for Action Associates Inc. Family Re-
source Center’s Women’s Shelter in Clinton. Together, the officers
collected a total of 169 pounds of supplies, including paper towels,
toilet paper, women’s hygiene items, household cleaning supplies,
toothpaste, shampoo, soap, lotion and other essential items of dai-
ly use.

“I want to thank everyone for participating in this drive,” said LT Zo-
haib Ishaq, NWOK COA president. “The staff at Action Associates
Inc. were very appreciative and thankful for the supplies.”

Page 11

Amber Trent

Licensed Practical Nurse |Clinton Indian Health Center

Amber Trent from Cordell, Oklahoma has practiced as a licensed practical
nurse for the past seven years. She has four children ranging in age from
14 to two years of age. “I’m stoked to be a part of the Clinton Indian Health
Clinic team and I’m honored to have been chosen.”

Carrie McCoy

Registered Nurse |Clinton Indian Health Center

Carrie McCoy, of Cherokee Nation and Muskogee (Creek) Nation
decent, has practiced as a registered nurse for the past 25 years. Of
these years, she has spent half of her career in the private sector and
the other half serving IHS. She has worked in various settings, including
primary health care, hospital intensive care, bone marrow transplant,
oncology nurse specialist and chemotherapy infusion. “I’m passionate
about prevention, early detection, and patient advocacy.”

Hailey White

Medical Support Assistant |Watonga Indian Health Center

Hailey White has lived in Watonga for most of her life. She has a six year
old son named Eli who is her pride and joy. “I love helping people in any
way I can,” said White. “I also like making people laugh. I look forward to
assisting all staff and patients at Watonga Indian Health Center!”

Page 12

Kimberly Chenoweth

Laboratory Medical Technician |Clinton Indian Health Center

Kimberly “Kim” Chenoweth has been a Laboratory Technician for over 30
years. She has three grown children and one precious granddaughter. “I
had the privilege of working at the old Clinton IHS hospital and I am very
glad to be back working for IHS.”

Tymae-Mah Tofpi

Medical Support Assistant |Clinton Indian Health Center

Tymae-Mah Tofpi is Kiowa, Comanche and of the Sac and Fox Nation.
She is from the Tofpi/Silverhorn family on the Kiowa side, the Attock-
nie/Yellowfish family on the Comanche side, and Franklin family on the
Sac and Fox side. She has two sons who are 21 and 13 years of age. Her
oldest son, Tristan, attends college at Ft. Lewis in Durango, Colorado. Her
youngest son, Xander, is in the eight grade at Riverside Indian School.
Tofpi is engaged to her boyfriend of 13 years, Wanblee Smith.

April Parton

Licensed Practical Nurse |El Reno Indian Health Center

April Parton’s hometown is in Cache, Oklahoma. She is a proud member
of the Delaware Nation of Oklahoma and has served as a licensed practi-
cal nurse since 2016. Parton has one daughter who is a member of the
Oklahoma Army National Guard. She has a fish named Dante.

Page 13

Have you signed up for your

Personal Health Record

The Indian Health Service Personal Health Record
(PHR) is a website where patients may access
their personal health information with access to:

Medications
Lab Results
Track Health Issues
Shot Records
Health Information
Contact Health Care Team

All may be accessed from the privacy of your
personal computer, phone, and/or tablet.

For more information, visit the website below and/or contact a CSU registration clerk.

www.https://phr.ihs.gov

Mental Health First Aid Training

January 21, 2020
February 19, 2020

CSU Staff Development Day

April 29, 2020

Page 14

Page 15

For the privacy of our patients,
no photography or video is allowed
in the facilities of Clinton Service Unit.

Thank you for your cooperation.

For when the unexpected happens...

Clinton’s Saturday Convenient Care Clinic

9 am to 1 pm

Walk-ins Only
No appointment needed

Clinton’s Saturday Convenient Care Clinic provides treatment for minor medical needs:

Sore Throat Eye and Skin Infections Earaches
Insect Bites and Rashes Sinus Congestion Minor Cuts and Wounds
Cough Nausea, Vomiting, Diarrhea Fever
Pregnancy Tests Bladder Infections Allergies

Chronic health needs such as diabetes, follow-up appointments, routine prenatal care, pain management, and chronic medication refill renewals
will require an appointment in the primary care clinic, and will not be seen in the Saturday Convenient Care Clinic.

Page 16

From the Mailbag...

“A patient called to thank the Dental Department for the quick
referral and five-star treatment,” said Andrea Klimo

(A) administrative officer. “The patient praised the exceptional care
they received by all.”

Breastfeeding continued...

How the PHN breastfeeding education initiative is being accomplished — A Primary Care Pro-
vider (PCP) generates a consult to a PHN for lactation support. PHN services are part of the provid-
er treatment plan through a consult, which supports the facility’s ability to bill Medicaid for PHN ser-
vices. At this point, PHNs have already discussed breastfeeding benefits and identified whom to
contact prior to the expected delivery with the patient. Once a PCP consult is received, PHNs at-
tempt to contact all prenatal clients; in some instances, the client cannot be located or declines the
PHN services. PHNs will also schedule contact around the client’s expected delivery date to offer
guidance for breastfeeding/lactation support. All client encounters are documented in the Electronic
Health Record (EHR) with PCPs being notified of any concerns at the time of visit.
Plans for developing and implementing similar programs to increase quality improvement ca-
pacity in the PHN program — In an effort to embrace this new care delivery model and enhance
efficiency, the PHN data mart reports the number of PHN-related patient contacts to provide patient
education on breastfeeding during prenatal, postpartum and newborn patient encounters. These re-
ports, labeled “BFHI” list the number of PHN-related encounters with patients documented in the
EHR. One report divides the PHN patient contacts into the following categories: prenatal, postpar-
tum and newborn. Another report documents patient education provided by PHNs via the EHR. The
reports are used to track all Clinton PHN BFHI and trend activity and document the care improve-
ment model to support breastfeeding efforts.

Page 17

Happy Holidays!

The CSU Employee Association (EA) held an appreciation luncheon for the holidays at Clinton, El
Reno and Watonga Indian Health Centers. The EA helped staff get into the holiday spirit by hosting
a door decorating contest and ugly sweater competition.

Page 18

Clinton Service Unit

Phone Directory

CLINTON INDIAN HEALTH CENTER (580) 331-3300
10321 N. 2274 Road ~ Clinton, OK ~ 73601

Request to establish chart: (580) 331-3369

Cedar Medical Home SweetGrass Medical Home Willow Medical Home

Dr. Molina, Ginger Woodall, & Michelle Beshaw Dr. Maqbool & Jessica Van Den Berg Dr. Egan, Dr. Hartnett,
Appointments: (580) 331-3424 Appointments: (580) 331-3412 & Dr. Mejias
Nurse: (580) 331-3424 Nurse: (580) 331-3412 Appointments: (580) 331-3466
PRC: (580) 331-3363 PRC: (580) 331-3513 Nurse: (580) 331-3466
(580) 331-3420 PRC: (580) 331-3307
DEPARTMENTS Chiropractic: (580) 331-3439
Optometry: (580) 331-3413
Audiology: (580)331-3482 Behavioral Health: (580) 331-3485 Podiatry: (580) 331-3439
Dental: (580) 331-3423 Nutrition: (580) 331-3458 Radiology: (580) 331-3415
Pharmacy: (580) 331-3351 Physical Therapy: (580) 331-3439
PHN: (580) 331-3471 PRC: (580)331-3590
Release of Information: (580) 331-3377 Wound Care: (580) 331-3439

EL RENO INDIAN HEALTH CENTER (405) 234-8400
1801 Parkview Drive ~ El Reno, OK ~ 73036

Request to establish chart: (580) 331-3369

Eagle Medical Home Otter Medical Home Pediatrics

Dr. Garcia & Monica Holcomb Dr. Renshaw & Fayth-An Hope Gray Dr. Mejias
Appointments: (405) 234-8411 Appointments: (405) 234-8411 Appointments: (405) 234-8411
Nurse: (405) 234-8411 Nurse: (405) 234-8411 Nurse: (405) 234-8411
PRC: (580) 331-3336 PRC: (580) 331-3419 PRC: (580) 331-3419
Behavioral Health: (405) 234-8426 PHN: (405) 234-8430
PRC: (405) 234-8432 DEPARTMENTS Specialty: (580) 234-8402

Pharmacy: (405) 234-8423
Release of Info: (405) 234-8403

WATONGA INDIAN HEALTH CENTER (580) 623-4991
1305 S. Clarence Nash Boulevard ~ Watonga, OK ~ 73772

Request to establish chart: (580) 623-4991 ext. 3000

Turtle Medical Home Pediatrics

Dr. Ali Dr. Mejias
Appointments: (580) 623-4991 Appointments: (580) 623-4991
Nurse: (580) 623-4991 Nurse: (580) 623-4991
PRC: (580) 331-3336 PRC: (580) 331-3307

Pharmacy: (405) 623-4991 DEPARTMENTS PRC: (580)331-3590

PHN: (580) 623-4991
Release of Info: (405) 234-8403

Page 19

Self-Enroll for Text Message
Appointment Reminders

Clinton Receive fast and convenient communication on your next appointment at
Service Unit the tip of your finger tips. To receive text message appointment

CLINTON reminders, patients may self-enroll into the system through calling
580.331.3533. Simply follow the spoken instructions and enter your
10321 N. 2274 Road
Clinton, OK 73601 health record number.
(580) 331.3300
Those who opt in for a text message appointment reminder will not
Cedar (580) 331.3424 receive a phone call reminder in conjunction with the text. Parents may
Sage (580) 331.3389
SweetGrass (580) 331.3376 also enroll to receive a text message reminder for their child’s
Peds (580) 331.3466 appointments.
Fax (580) 323.2579
Hours of Operation Tell us how we’re doing...

Monday—Friday We invite you tell us how we’re doing and take
8 am to 5 pm our short online patient survey.
Saturday
For a paper copy, please stop by registration.
Convenient Care Clinic
9 am to 1 pm 2019 CSU Patient Survey

EL RENO https://www.surveymonkey.com/r/CSUPatientSurvey

1801 Parkview Drive CSU VISION
El Reno, OK 73036
Provide quality health care services focusing on prevention, restoration and
(405) 234.8400 collaborative relationships that are valued and “exceed the needs” of our
Eagle, Otter & Peds patients, community and tribal partners.

(405) 234.8411
Fax (405) 234-8435
Hours of Operation

Monday—Friday
8 am to 5 pm

WATONGA

1305 S Clarence Nash Blvd.
Watonga, OK 73772
(580) 623-4991
Turtle & Peds
(580) 623-4991
Fax (580) 623-5490
Hours of Operation
Monday — Friday
8 am to 5 pm